Overall satisfaction
73%* of customers are satisfied overall with our services.
Your satisfaction
We want to know how satisfied you are with our services. That's why we have 'Tenant Satisfaction Measures' (TSM's) to listen and respond to your feedback.
What are Tenant Satisfaction Measures? (TSMs)
We are required to collect and report each year on our performance. Our performance is looked at by using 'Tenant Satisfaction Measures' - these are determined by the regulator of social housing.
We ask Acuity to contact you on our behalf, so that you feel you can talk freely and honestly about our services.
How do we use them?
We use this information to improve and shape the services that we offer. It highlights area of improvement and lets us know what you think.
Here's how we score - from what you told us
*All figures are out of 1081 customers that were surveyed through our partners, Acuity.
77.4%* of customers are satisfied with the repairs service that we offer.
68.5%* of customers are satisfied with the time taken to complete the most recent repair.
- At the Trust, we follow a strict policy of making sure we deliver repairs in the order that they were raised. This was agreed with our Challenge Group - our most involved customers.
81.5%* of customers are satisfied that their home is safe.
From Asbestos to Domestic Abuse - how we help to keep you safe in your home.
72.7%* of customers are satisfied that the home is well-maintained.
61%* of customers are satisfied that we keep communal areas clean and well-maintained.
- This measure also includes Grounds Maintenance, which we know we have needed to work on. We are now working with local contractor ANSA, to look after and improve your green spaces.
39.2%* of customers are satisfied with our approach to handling complaints.
When things go wrong, we want to know so that we can look into the problem and make things right. You can submit a complaint using our online form.
63.3%* of customers are satisfied that the landlord listens to tenant views and acts upon them.
- Our Customer Voice and Communications Team are working to make sure that we are providing feedback on our 'lessons learnt' and that we provide you with updates on how you can get involved.
74.8%* of customers are satisfied that we keep them informed about things that matter to them.
- Our Customer Voice and Communications Team are working with staff across the Trust to make sure we are responding to you in a timely manner. For example, we have monthly meetings with the Repairs Team to review complaints and feedback.
80%* of customers agree that we treat them fairly and with respect.
- At the Trust, we offer training to our staff for a variety of issues to improve the customer experience. For example, dementia training.
66.8%* of customers are satisfied that we make a positive contribution to neighbourhoods.
Keep up to date with what's happening on your patch, over on our Neighbourhood Plans.
Our performance
See how we've been doing in 2024/25
